Knowledge Source Priority
When your AI chatbot searches for answers, it pulls from all your knowledge sources: Q&A items, text snippets, products, webpages, and files. When multiple sources match a question with similar relevance scores, curated sources are given a small priority boost over scraped or uploaded content.
How to get there: Go to AI agents in the left menu → click your chatbot → Knowledge to manage your knowledge sources.
How It Works
Sources you've manually created, like Q&A items, text snippets, and products, are treated as higher-quality because you intentionally wrote them. They receive a small ranking boost (5%) compared to webpages and uploaded files.
This means:
- When a Q&A item and a webpage both match a question equally well, the Q&A answer will be used
- A highly relevant webpage still beats a loosely related Q&A item. The boost is a tiebreaker, not an override.
- Products you've added are also boosted, so product-specific answers come from your catalog first
Priority Tiers
| Priority | Source Types | Why |
|---|---|---|
| Boosted | Q&A, Text snippets, Products | Content you've carefully written or structured |
| Standard | Website pages, Files | Automatically scraped or bulk-uploaded content |
Tips
- Add Q&A items for your most common customer questions. They'll be prioritized in search results.
- Use text snippets to cover important topics or policies in your own words.
- Add products with detailed descriptions so product queries get accurate answers.
- Website pages and files are still valuable for comprehensive coverage. They just defer to curated content when both match equally.